Fatal: dues discussed in full with a reference, without ever confirming he was speaking to the borrower

Every compliance guardrail on this desk exists to stop exactly this call. The person who answered said he was the borrower’s brother in his second word, and the officer proceeded to disclose the loan, both instalment amounts, the Rs 10,960 total, the sixty-eight days late and the write-off date, then asked the brother to pay it, told him the default would affect "the whole family’s record", warned him that "the legal department takes over and you know what that means", and closed by saying he would keep calling this number. The brother refused three separate times. No right-party verification was attempted, no recording disclosure was given, and no promise was taken from anyone who could lawfully give one. The account, meanwhile, is no closer to resolution than it was three weeks ago.

“Overdue disclosed to a third party: two EMIs Rs 4,890 × 2 = Rs 9,780 plus charges, total Rs 10,960 · 68 days late · written off as defaulted on 24 October · no authorisation on file for the reference to receive account information · no right-party verification attempted”